JoomlArt Forums 32,862 posts

[Laong Duijndam Friend Laong DuijndamJoin date: November 2010Posts: 226Downloads:20Uploads:91 Thanks: 65 Thanked: 3 times in 1 posts]

#185753

Dear Dinh Hung
2.1/2 weeks ago I have asked you for your install service to install JA-Vintas.
Three times I get this messages;

Dear Ceesdu,

I am really sorry for this late response to your installation order which was requested 17 Febr. However, due to unexpected error at our email parsing feature, your installation request has not been generated into a ticket with full required information. Therefore, our incharge staff has not completed the order as request.

Kindly fill in the following required information form then our staff will urgently check your request to proceed the installation and get back to you within at the soonest time.

REQUIRED INFORMATION:
————————
Name of product to install:
Joomla Version:
Your Site URL:

FTP Username:
FTP Password:
Database Name:
Database Username:
Database Password:

ADDITIONAL INFORMATION:
————————
cPanel/Host Manager login URL
cPanel Username:
cPanel Password:
Folder to install:

NOTES (Optional) – Special Instruction: Eg:Backup or the folder you want to install
————————————————————————

Thank you so much for your patience during this time.

Sincerely,

Victoria Nguyen
JoomlArt Customer Service.

Then after more thant 100 Hours you have install it.

But you sale your service “install in 24 hours.”

My site is hacked I must delete all and have a very slowly internet connection so I’m depend of your service I have asked you if you will do an re-install and pay you already You don’t believe it that I get again your messages;

I am really sorry for this late response to your installation order which was requested 11 Mar. However, due to unexpected error at our email parsing feature, your installation request has not been generated into a ticket with full required information. Therefore, our incharge staff has not completed the order as request. Etc.

When you will install now?
If it is not possible to do it in time let me know I lose customers.

Sorry this is not really a good service

Regards Cees Duijndam

[Arvind Chauhan Moderator Arvind ChauhanJoin date: September 2014Posts: 3835Downloads:74Uploads:92 Thanks: 1240 Thanked: 1334 times in 848 posts]

#486289

Hi Cees,

I checked the ticket No : JQN-725-97101 ( 17th Feb 2013) in which you had asked for the installation service.

The required installation info (ftp / DB / etc) was provided on 19th and the installation was completed on 20th, from 17th till 19th there were requests from our side asking to provide the installation info, although i do see that you have mentioned that you provided the said info many times, but its not in the replies you have made to the ticket in question.

The ticket was followed up every 24 hrs, which is within our one day reply policy. If the installation info was recieved in the first reply, the installation would have been done by next day.

If you wish i can add the screenshot of the whole ticket conversation here for your information. We recieved the installation info on 19th and installation was completed on 20th. You failed to change the default password and your site then got hacked, while I accept that for the installation service we should be generating random passwords instead of easy to guess passwords but at the same time, it is expected from user to check and update the passwords. We will start generating random passwords and adding disclaimer in the installation confirmation that user should change the password.

For your new ticket ID : HYW-448-55897 raised 11th March, i see that the required info is again missing (not blaming you), I have already asked the staff to test the system to see if it is our mail parser stripping the required info ?

As we do not receive the required info in time, the installation is getting delayed. Its not being done on purpose and as a goodwill I have asked to refund the latest installation request from you as it is a re installation post hacking of earlier installation.

Both your installations were completed within 24 hrs of receiving the installation info. Why we did not recieve the info in the first try is something we are trying to figure out.

Regards

Arvind

[Laong Duijndam Friend Laong DuijndamJoin date: November 2010Posts: 226Downloads:20Uploads:91 Thanks: 65 Thanked: 3 times in 1 posts]

#486390

<em>@drarvindc 364205 wrote:</em><blockquote>Hi Cees,

I checked the ticket No : JQN-725-97101 ( 17th Feb 2013) in which you had asked for the installation service.

The required installation info (ftp / DB / etc) was provided on 19th and the installation was completed on 20th, from 17th till 19th there were requests from our side asking to provide the installation info, although i do see that you have mentioned that you provided the said info many times, but its not in the replies you have made to the ticket in question.

The ticket was followed up every 24 hrs, which is within our one day reply policy. If the installation info was recieved in the first reply, the installation would have been done by next day.

If you wish i can add the screenshot of the whole ticket conversation here for your information. We recieved the installation info on 19th and installation was completed on 20th. You failed to change the default password and your site then got hacked, while I accept that for the installation service we should be generating random passwords instead of easy to guess passwords but at the same time, it is expected from user to check and update the passwords. We will start generating random passwords and adding disclaimer in the installation confirmation that user should change the password.

For your new ticket ID : HYW-448-55897 raised 11th March, i see that the required info is again missing (not blaming you), I have already asked the staff to test the system to see if it is our mail parser stripping the required info ?

As we do not receive the required info in time, the installation is getting delayed. Its not being done on purpose and as a goodwill I have asked to refund the latest installation request from you as it is a re installation post hacking of earlier installation.

Both your installations were completed within 24 hrs of receiving the installation info. Why we did not recieve the info in the first try is something we are trying to figure out.

Regards

Arvind</blockquote>

Dear Arvin

It’s generous that you pay me back the install I appreciate that very much.
I don’t want any discussion but I shall explain some.

There is a time difference between America and Asia Thailand from 12 Hours about a day I have many family in the States and with phone calls I’m always a day earlier Now it’s here Thursday 14 March in the States its Wednesday 13 March.

The first Vintas install I pay you at;

17 February JQN-725-97101 at 9.30 AM My local day and time, Your time was 16 March

17 February Order Number : 4927083173
J.O.O.M Solutions Co., Ltd ( http://www.joomlart.com )
Contents of your purchase :
Cart ID : 362939
Vendor Product ID : 362939
Product Description : Vendor site cart purchase: Invoice 362939
Product Name : Cart Purchase: 362939
Quantity : 1
Product ID : 26
Vendor Product ID : 16
Product Description : Template Installation – as on Demo – 24 hours
Product Name : Template Installation – as on Demo – 24 hours
Quantity : 1

17 February Dear ,
Thank you for purchasing the QuickStart Installation (Joomla | Magento | Drupal)
Please allow up to 24 hours for your installation to complete
The Invoice is attached for your information
Best regards,
Dinh Hung

17 February BJQ-323-51850

18 February Dear Laong,

Have you purchased our quickstart install service yet ? If yes, pls give me your username associated with your membership for further checking ?

Sincerely,

Victoria Nguyen
JoomlArt Customer Service.
——————————–
J.O.O.M Solutions Co., Ltd
http://www.joomlart.com – http://www.joomlancers.com

Ticket Details
________________________________________
Ticket ID: JQN-725-97101
Department: Sales – Installation Service
Type: Issue
Status: Replied
Priority: Low
18 February HSS-275-57082
18 February Dear Laong,

I have checked and could see that you have purchased our QS service since 16 Feb 2013. However, due to unexpected error at our email parsing feature, your installation request has not been generated into a ticket with full required information. Therefore, our incharge staff has not completed the order as request.

Kindly fill in the following required information form then our staff will urgently check your request to proceed the installation and get back to you at the soonest time.

REQUIRED INFORMATION:
————————
Regards
(Knip)

Sincerely,

Victoria Nguyen

Ticket Details
________________________________________
Ticket ID: JQN-725-97101

At least 20 February you install the Vintas on my site I have take only a few tickets.

Kindest regards Laong and Cees Duijndam

http://www.laongvivah.com

[Author]

Posts